Onboarding Specialist

At CarCutter, we're redefining automotive sales with AI-driven image technology that helps dealerships and marketplaces sell more cars faster. By seamlessly incorporating state-of-the-art AI models into every step of the vehicle photography workflow, we empower businesses to elevate their visual assets at scale, boosting engagement and conversion. We provide a cutting-edge SaaS solution trusted by the industry's top players. [CarCutter](https://www.car-cutter.com/) ## Position Overview **Location:** United States, Full Remote As an **Onboarding Specialist**, you are the first point of contact for our newly signed customers, guiding them from contract signature to a fully live and successful CarCutter setup. You own the end-to-end onboarding journey, ensuring every dealership, dealer group, or marketplace goes live efficiently, confidently, and with a great experience. Your work directly impacts time-to-value, early adoption, and long-term customer retention. ## What You'll Do - **Own the Onboarding Journey:** Manage the full onboarding lifecycle from kickoff call to sanity check completion, ensuring clients go live within defined timelines and with a seamless experience. - **Kickoff & Discovery:** Lead structured kickoff sessions with new clients to understand their technical environment, workflows, and goals, and set clear expectations for the onboarding process. - **Technical Coordination:** Act as the primary liaison between the customer and internal teams (Account Implementation Specialists, Account Integration Specialists, and Graphics) to coordinate token configurations, website integrations, and custom graphics delivery. - **Customer Enablement:** Train end users and administrators on CarCutter's platform, including the mobile app, CarCutter Hub, and integration features, to drive early adoption and product proficiency. - **Progress Tracking:** Maintain accurate and up-to-date onboarding pipeline records in HubSpot, flagging risks, delays, or "ghost" accounts proactively. - **Issue Resolution:** Serve as the escalation point for onboarding blockers, coordinating with technical teams to resolve integration or configuration issues quickly and effectively. - **Handoff to Customer Success:** Ensure a smooth and documented transition to the CSM team once the sanity check is validated, sharing key context on customer setup, preferences, and open items. - **Process Improvement:** Identify recurring friction points in the onboarding process and collaborate with the CX&Ops team to continuously refine playbooks, timelines, and tooling. - **Ownership**: own a proactive communication with the client by giving as much visibility as possible and be the first defender of costs ## What We Are Looking For - **Experience:** 2+ years of experience in a customer-facing onboarding, implementation, or technical account management role, ideally within a SaaS environment. - **Industry Knowledge:** Familiarity with the automotive industry or dealership operations is a strong plus. - **Technical Aptitude:** Comfortable with SaaS integrations, APIs, and web-based tools; ability to understand and explain technical concepts to non-technical stakeholders. - **Project Management Skills:** Proven ability to manage multiple onboarding projects simultaneously, prioritize effectively, and meet deadlines. - **Communication:** Excellent written and verbal communication skills; able to build trust with both technical and business contacts at dealerships and dealer groups. - **Tool Proficiency:** Experience with CRM tools (HubSpot or similar) and customer success platforms (Arrows). - **Autonomy:** Self-starter who thrives in a fast-paced, remote environment while staying aligned with cross-functional teams across time zones. ## What We Offer - A competitive compensation package with a performance-driven structure. - The opportunity to shape and grow the US onboarding practice from the ground up. - A collaborative, international team that moves fast and val…